Ashley Ellington, managing director of Softline Enterprise, says a new breed of customer is driving customer relationship management (CRM) integration initiatives.
Equipped with more information than ever before, this new breed of customer is empowered enough to demand better customer service, higher quality products and more recently, improved integration.
Ellington says he agrees with the demand for integration because an integrated system is one of the simplest ways to realise the hidden value in an IT investment.
"When it comes to CRM, it's important to understand all the benefits of an integrated system before beginning your selection process. Customers are at a point where they understand the basics and are savvy enough to determine what kind of integration will best benefit the business going forward."
Supporting Ellington's view is Softline CEO, Ivan Epstein. He says 2006 will see an increased demand for integrated business management software.
"2005 saw customers realising the benefits of software integration and in 2006 integration will be taken to the next level, with customers striving for increased efficiencies, improved customer service and a single view of the business."
An example of its integration support, Softline Enterprise has developed links between its leading products, SalesLogix and Sage Line 500, using a new solution based on a leading-edge integration technology called the Sage Application Integration Server (AIS).
"An integrated system means eliminating double entry of customer details. It provides key financial information to those that need it, allowing customer-facing staff to check immediately on credit status, to generate orders and quotes or to complete a transaction on the phone all through a single CRM system."
Using this technology, Softline Enterprise business partners can also integrate SalesLogix with a variety of ERP, accounting and Web applications. Additionally, as part of the solution, standardised integration adapters are also provided for Sage Line 500.
Ellington says this new technology bridges boundaries between disparate information systems, providing users with a single view of their customers.
"The benefits are real and experienced at every level within an organisation."
An example, says Ellington, is the greater flexibility provided to sales representatives in managing accounts. "It enables them to respond more quickly to customer requests, whether they are workgroup or remote users. While not connected to the network, remote salespeople can also change account information and enter sales quotes and orders. The next time they synchronise, the information is transferred to the SalesLogix database and from there into the back-office accounting system."
Ellington says sales professionals can also easily determine what has been sold. Accounting information, such as open sales orders, invoice history and credit status can be viewed directly in SalesLogix. While connected to the network, this information is always displayed in real-time, while remote users will see a snapshot of the information based upon their SalesLogix subscription rules.
"This is powerful for a sales team and its manager, and provides immense value to customers, who will undoubtedly experience better service," concludes Ellington.
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Softline Enterprise is a leading supplier of enterprise resource planning (ERP) solutions, delivering performance and Web capability that is essential for success in today's competitive business environment. Addressing finance, distribution, manufacturing, services and e-business requirements, the product offering also supports and consolidates activity across expanding business needs. Available on a wide range of operating systems and compatible with a host of industry-leading databases, it gives mid-range and larger organisations the reliability and scalability required to keep ahead of competitors.
Softline Enterprise products are supported through a network of accredited partners which bring together the individual product and service components to deliver a complete and tailored solution.
Softline Enterprise products include:
Sage Line 500 - offering all the advantages of a traditional ERP solution, Sage Line 500 provides tight financial control with full visibility of costs and powerful reporting tools. In addition, it includes an evaluation of market trends to assist customers to make informed strategic decisions. The product also manages cash flow through close budget control and efficient purchase requisitioning and supports international business with multi-language, multi-currency, multi-company features. It includes vertical solutions such as manufacturing and retail.
SalesLogix - an affordable, fully scaleable and powerful CRM solution that is easily customised for medium-sized and divisions of large corporate businesses. Sales Logix is designed to integrate seamlessly with other business software and back office applications, providing customers with a holistic view of each customer.
Softline
Softline is a leading provider of accounting, payroll and CRM software solutions to small, medium and large companies. Founded in 1988 by Ivan Epstein, Alan Osrin and Steven Cohen, Softline was established during the formative years of the software industry and listed on the JSE Securities Exchange South Africa in February 1997.
Softline expanded to establish a strong position within its area of focus in South Africa and Australia.
Focused on the development of accounting, payroll and CRM software solutions, Softline has been a market-leader for 16 years. The group has a broad range of products offering users a variety of software solutions to run their businesses efficiently. Softline's leading brands include Softline Accpac, Softline Enterprise, Softline Pastel (Accounting and Payroll) and Softline VIP. The combination of the group's product offerings, provide Softline customers with comprehensive, well-branded accounting, payroll and CRM software solutions.
In November 2003, Softline was acquired by Sage Group plc, an established FTSE 100 company. The group includes market-leading businesses throughout the United Kingdom, Europe, North America, South Africa and Australia, supplying business software to the small, medium and large business community.
Softline has a solid track record of profitability and cash generation. The group delivers quality accounting, payroll and CRM software solutions that improve the efficiencies of businesses around the world.
Sage
The Sage Group plc is a leading supplier of accounting and business management software solutions and related services for small, medium and large enterprises. It comprises market-leading businesses throughout Europe, United Kingdom, North America, South Africa and Australia. The Sage group plc has over 4.5 million small and mid-sized customers in 55 countries and 9 000 staff.
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